Case Study: RBC

Client: RBC Royal Bank, Toronto, Canada

Industry: Financial Services

Challenge:
With a plan to hire over 200 Investment and Retirement Planners (IRPs) in an extremely short period of time (and with no real training program in place for this role), RBC had to find a way to get new IRPs "up to speed" and selling in a quick, cost-effective and innovative way.

Solution:
Algario designed and developed a comprehensive, customized eLearning orientation program for IRPs, delivering it in an online format through RBC's Learning Network. This program included training on the IRP role, responsibilities, compensation, sales effectiveness and sales routines, a comprehensive glossary of terms and acronyms, and a centralized repository of support resources. Interactive graphics, scenarios quizzes, feedback, and review tests were included to help learners successfully assimilate and retain information, ensuring that new hires were prepared to meet RBC's stringent requirements to deliver outstanding customer service.

Results:
For the first time, IRPs have an up-to-date orientation program that delivers a unified message to all salespeople nationally and gives everyone equal access to the program regardless of where they reside. New Investment and Retirement Planners are able to begin selling sooner with fewer questions for managers, and more confidence in their abilities.

This program was the proud recipient of a CSTD Otter Award for 2001.